Table 4.

Family-derived recommendations on how to incorporate the 3Cs during physical distancing: contact, consistency, and compassion

Family-derived Recommendations		Suggestions for Implementation
Contact	Provide at least daily phone updates from the clinicians.	Maintain easy to access contact information in both the patient’s room and nursing stations.
	Consider in-person visitation at least weekly.	Provide PPE for family members and disinfect conference rooms to allow for in-person family meetings.
	Incorporate video conferencing at least weekly (if family is interested).	Stock units with an ample supply of equipment and encourage unit staff to liberally accommodate family requests for video calls with the patient. Utilize video technology for family group gatherings.
	Assess family preferences for timing, frequency, and platform related to daily updates.	Set communication expectations during the first family discussion, including preferences for video calls, involving the full care team.
	Improve availability of staff to field calls when family members call in at nonscheduled times.	Train unit clerks in compassionate communication and empower them to give nonmedical details whenever possible.
	Recognize that gaps in contact precipitate substantial stress for family members.	Stop rounds, if possible, to field a family phone call.
Consistency	Create a family call schedule with a predictable time window and stick to it.	Clinician lets the family know that they will provide an update between 11:00 a.m. and 12:00 p.m. daily.
	Ask support staff to contact families should a change in the daily update call be required (if the family member wishes).	If the arranged time window cannot be met, ask staff to contact family and provide a nonmedical update while they wait.
Compassion	Provide personalized information whenever possible.	Describe vivid details of the patient’s room and environment. Offer to play music, messages, or television programs according to patient or family preferences.
	Describe and show the care the patient is receiving.	Share images of the environment for family members to keep or share. Prepare family members for the potential shock of seeing their loved one on video by briefing them on the presence of lines, tubes, and equipment. Allow video conferencing during performance of care services (respiratory treatments, physical therapy, etc.).
	Offer a creative means for family presence in the room.	Allow home items, messages, and photos to be sent in and shared with the patient.

Definition of abbreviation: PPE = personal protective equipment.